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Field Service Manager
Barratt Redrow
Manage defect resolution, supervise field operatives, and ensure quality customer service.
2d ago
Intermediate (4-7 years), Junior (1-3 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
London, England, United Kingdom
Field
Company Size
25,000 Employees
Service Specialisms
Residential property development
Commercial construction
Timber frame manufacturing
Land acquisition
Customer care and after sales support
Sustainability and biodiversity partnerships
Apprenticeship and early careers programs
Multi‑brand housing offerings
Sector Specialisms
Residential
Buildings
Role
What you would be doing
team direction
safety compliance
cost control
defect inspection
service management
feedback analysis
- Ensure Technicians and subcontractors are well directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these
- Ensure Customer Service Operatives are conducting works in a safe manner, responsible for H+S compliance in both subcontract
- Takes ownership of issues and is accountable for things when they go wrong
- Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies. Identify and implement all contra-charging opportunities
- Provide out of hours cover (weekdays / weekends / bank holidays)
- Ensure that customers are kept fully updated with clearly set actionable steps and estimated completion dates
- Communicate all information to the Customer Care Coordinators and ensure that the system is maintained and updated
- Represent, drive and promote the Barratt London values effectively being a Brand Ambassador
- Carry out calls following works to ensure satisfactory completion (and that results are duly recorded and reported)
- Carry out feedback calls regularly to all customers to gage and ensure satisfaction levels
- Efficiently manage and resolve service requests submitted by customers, ensuring works are carried out to high quality standards and are right first time,within the SLA’s
- From time to time as required by the business, provide support to Customer Experience colleagues on site
- Promote, build-up and maintain good working relationships with Housing Associations, subcontractors and any other stakeholders
- Attend NHBC Resolutions and ensure prompt resolution of any issues which the company is found to be responsible for
- Chase subcontractors for speedy and efficient resolution of any issues and manage quality of their works
- Inspect and diagnose defects to provide a necessary resolution (liaise with any other departments where necessary to ensure that the most efficient and robust solutions are sought and implemented)
- Carry out any further actions to improve overall customer satisfaction in line with targets set by company
- Actively gather, analyse and report to the Head of Customer Care customer feedback and any trends so as to enable lessons learnt
What you bring
construction knowledge
problem solver
communication
time management
customer focus
proven track
- Good knowledge of construction and defect management procedures- able to provide a clear path to a resolution
- Lateral / innovative thinker / problem-solver
- Exceptional communication skills both written and verbal
- Driven, organised and self-motivated with good time management skills
- Thrives under pressure in a fast paced busy environment
- Customer Focused
- Proven track record in a similar role
- Company Car or Cash Allowance
- Competitive Salary
- Competitive Bonus Scheme
- Choice of Flexible Benefits
- 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
- Annual Medical Health Assessment
- Private Medical Cover - Single Cover
- Enhanced Family Friendly Policies
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- A major UK homebuilder, known for its residential developments and large-scale projects.
- Founded through the merger of two leading construction firms, creating a legacy of quality housing.
- Specializes in building homes across urban and suburban landscapes, from starter homes to luxury properties.
- Projects range from traditional housing developments to mixed-use urban regeneration, with a focus on sustainability.
- Has contributed significantly to UK housing supply, building thousands of homes annually.
- Notable work includes the development of new communities and transformation of neglected areas into thriving neighborhoods.
- Operates with a commitment to quality, innovation, and integrating modern technologies into construction processes.
- We are committed to quality, safety, and innovation.
- We aim to deliver the highest standards in everything we do.
- We foster a culture of collaboration, respect, and trust.
- We encourage continuous learning and development.
- We hold ourselves accountable to our customers and communities.
- We embrace change and seek innovative solutions.
- We operate with integrity and honesty in all our dealings.
2040
Net Zero Target
Aim to achieve zero carbon emissions by 2040.
- Committed to reducing carbon emissions across all operations.
- Focus on energy efficiency and sustainable building practices in every home.
- Homes built with high standards of energy performance to reduce environmental impact.
- Pledged to reduce water consumption in operations.
- Set ambitious goals to reduce construction waste and improve recycling rates.
- Invest in renewable energy solutions for construction processes.
30%
Gender Balance in Senior Roles
A significant portion of leadership positions are held by women.
- Aim for gender balance across all levels of the business.
- Implement strategies for inclusive recruitment and development.
- Track gender diversity at each stage of the hiring process.
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